Raise a dispute and share the record
Flag a hire as disputed, work through what to do next, and give your insurer a read-only link to the record.
Damage turns up, the hirer says it was already there, and now you need the evidence in front of somebody. This is the part KeyProof exists for.
Raise the dispute
Open the booking and mark it disputed, with a note of what happened. Keep adding to the notes as it goes on: what the hirer said, what you asked for, what was agreed. It is your running account of the argument, held next to the evidence it is about.
What to do next
Raising it opens a short list of next steps built from what this hire actually holds:
- Open the hire record: the signed agreement, the details the hirer verified, and every photo with the time it was taken.
- Compare handover against return and pin down what is new. If there is no before-and-after set, KeyProof says so, with the real counts, and tells you to photograph the damage now while the car is still with you.
- Put it to the hirer in writing, with what the record shows and what you are asking for. Save what they say back in the dispute notes.
- Claiming on your own insurance? Copy the insurer link.
- Record the outcome on the hire: what you withheld from the deposit, and any claim you open, so the money matches the evidence.
The insurer link
Copy insurer link gives you a read-only web link to the record. It works without a KeyProof login, so your insurer or a third party can open it straight from an email, and it expires after 30 days. You can also revoke it at any time before that, which kills every live link for the booking at once. What the link shows is the evidence, not the hirer's private channel: their contact details and DVLA share code are withheld from it. Minting the link is written to the booking's timeline, so there is a record of when you shared it.
Insurance claims
A claim on your own insurance is logged against the booking with the insurer, the excess and the amounts, and tracked in Records, Claims through open, submitted, settled or rejected. Insurer recovery is kept in its own pot and never added to money withheld from a deposit, so nothing is counted twice.
Once you have opened a claim, the Claims view leads with four tiles, Open, Submitted, Settled and Rejected, each with the money claimed and the number of claims. A summary line says how much is still riding on the claims that are open or with the insurer. Once a claim actually settles, it shows what the insurer paid back against what was claimed. That is the only comparison it draws, and it is never worked out from a claim that is still open, so nothing here implies a recovery rate you have not been paid. Claims logged before the amount is known are counted but add nothing to the totals, and the summary says how many those are. From three claims, a Claims by status panel under the list draws the split.
Cases
A case is your own file on one hire that went wrong: damage, a theft, charges the hirer has not paid, or a dispute. Open one from the booking's Case file. It keeps your notes, what the hirer said as you recorded it, an amount claimed with what it is based on, and files such as an estimate or a screenshot of the messages, and it prints with the hire's photos, agreement and payments as one evidence pack. Your cases are listed in Records, Cases.
A claim and a case are different things. A claim tracks money you are recovering through your own insurer; a case is the file you build on what happened, and one hire can have both. Only an owner can close or reopen a case.
KeyProof holds the evidence and never judges the damage. What was fair wear and what is chargeable is your call and your insurer's, made against a record neither side can quietly change. While a dispute is open, a case is not closed, or a claim or fine is unresolved, the hire is held back from its normal deletion date. See Hirer data and how long it is kept.